Job description
Join NovaCloud Solutions, a fast-growing SaaS company delivering actionable insights to mid-market and enterprise teams. We are seeking a Customer Success Manager who thrives in a fast-paced, customer-centric environment. You will own the customer journey from onboarding through renewal, partnering with Sales, Product, and Support to drive adoption and measurable business value.
As a key member of our Customer Success team, you will help customers realize ROI, reduce time to value, and foster long-term partnerships. This role combines strategic account management with hands-on operational excellence, data-driven outcomes, and a passion for customer outcomes.
Responsibility
- Own the end-to-end customer journey for a portfolio of accounts, from onboarding to renewal and expansion.
- Develop and execute proactive success plans, success metrics, and quarterly business reviews.
- Identify risks early and drive mitigation with cross-functional teams across Sales, Product, and Support.
- Coach customers on product value, drive adoption, and secure renewals and upsell opportunities.
- Collaborate with Sales to identify expansion opportunities and drive customer advocacy.
- Maintain accurate health scores and customer data in CRM, and provide reports to leadership.
Qualification
- 3+ years of experience in Customer Success, Account Management, or a related SaaS role.
- Proven track record of reducing churn and increasing product adoption.
- Excellent communication, presentation, and relationship-building skills.
- Experience with CRM and support tools (Salesforce, Zendesk, HubSpot, Intercom).
- Strong analytical skills with the ability to translate usage data into actionable plans.
- Bachelor's degree in Business, IT, or a related field; or equivalent work experience.
- Ability to travel occasionally and adapt to a fast-paced environment.